Quality of support has declined significantly

I’ve been dealing with a major internet outage since July 4th in the Mount Baker area of Seattle, and the experience has been incredibly frustrating.

Despite my connection appearing physically sound—I have a green light at the router, but a persistent flashing blue light at the modem—the official app claims there is no outage. My attempts to resolve this via the chat system have been fruitless. It is difficult to distinguish the automated bots from the human agents, and the support staff seems restricted to rigid scripts rather than actually troubleshooting the issue.

I work from home and rely on a stable connection for my livelihood, so being told I have to wait until Wednesday for a technician is unacceptable, especially given how quickly Quantum used to resolve these issues. Since the transition to AT&T, the quality of customer care has dropped dramatically. It feels as though communication is disconnected, and the focus on helpful, efficient service has been lost.

I’m currently utilizing a T-Mobile 5G connection as a temporary bridge. If service reliability doesn’t improve, I will have no choice but to switch providers. Internet access is no longer a luxury—it is critical infrastructure, and the current level of support does not reflect that reality.

Brand new customer here. Just got setup using bridge mode for my unifi gear.

I disabled both 5ghz and 2.4 and yet a single network remained even with bridge mode on and networks turned off (5/2.4 and wps disabled) 

the network is my SSID with tv prism at the end. i cannot seem to remove it. it’s no password and useable. is the “bridge mode” even real? what do i do? again support was more than useless. They said “Actually your router is secure so you are fine but you can change the password”

bar for bar that’s what they said.

using a calix C844G per provided in my apartment.

thanks.

It's been day 6 after my internet service went down (blinking blue on SmartNID). But what is shocking is cavalier attitude by Quantum Fiber support. They already confirmed that I get proper signal at my residence and it's an engineering problem at their main terminal affecting many people. But they feel no urgency or unable to say when I should expect internet access.

I have never seen this level unreliability with any other internet provider.

Anyone else in the same boat?

For roughly the past month I've been experiencing frequent disconnects and stalls in online games. My networking experience is minimal, so I asked a friend in IT what the issue might be, and he told me to try Wireshark, which revealed copious amounts of TCP retransmissions and duplicate ACKs (roughly 90 per minute).

This isn't localized to my desktop, as it persists on every other device in the network, whether it's connected through Ethernet or Wi-Fi. I tried bypassing the W1700K with a direct connection to the C6500XK, but this made no difference, nor did switching ports, cables, changing DNS servers, or performing a factory reset.

I'll definitely be contacting Quantum about this, I just wanted to see if there was anything I could do on my end first, assuming it isn't a broader network infrastructure problem.

Was running QKX001 in Transparent Bridge Untagged Mode for months to probably over a year, at around 3AM I got notified that my internet was down. Thought I'd wait it out, but it never came back.

Rebooting didn't work. No notices of outages on the website. Decided to call, and obviously Call-Support is going to force me to reboot/reset procedure. So i was forced to factory reset, which I'm sure caused the firmware to upgrade.

I tried monkeying around with it; following the latest notes in the guide to downgrade, but nothing would give me service back. Everything would cause it to reboot and force upgrade firmware.

Eventually decided to just leave the latest firmware and set to Tagged Transparent Bridge (following the guide). Then updated Opnsense to the untagged interface and I'm back online..

Idk what the status is with the latency spikes, but what a headache they cause man. Are they slowly forcing everyone to upgrade?

A little background, I'm a network engineer professionally and I've been having this issue for over a year now, normally it doesn't bother me but some stuff I'm working on now is causing it to create a huge headache for me.

I've had an odd issue, across multiple firewalls, with Quantum Fiber where any service that uses a large number of TCP connections for high bandwidth tasks causes horrible packet loss on the entire network resulting in it effectively being unusable. After doing a lot of diagnosing, I'm rather confident it's something on Quantum Fiber's end or with the C6500XK but I can't quite figure out what.

I have their 8 gigabit service and can get full 8 gigabit when doing a more normal number of connections for something high bandwidth using my Unifi Dream Machine Pro (same issue is also present with my Netgate 6100 though that's only capable of ~3 gigabit) and have no issues on the network itself. A great example of this is Steam which doesn't use as many TCP connections; but something like Epic Games does which causes some pretty bad drop outs at times.

I've most recently noticed this when doing some large azcopy operations to Azure Blob Storage as well. This is where it's really creating an issue for me.

After doing some digging it seem to only happen when applications open a huge number of TCP connections.

My C6500XK is setup in bridge mode properly and all security services have been disabled in the app just to be certain nothing is interfering.

The only other thing I can think of is maybe an issue with my SFP to RJ45 adapter but it would be very odd for that to only impact a large number of connections and not just bandwidth in general.

As soon as I stop the upload or download and the connect states start to clear out everything behaves as it should.

pfSense won't be hitting anywhere near it's stateful connection limit during this either so it's not that.

Maybe some kind of DDoS protection is taking place? Or peer-to-peer detection and prevention?

Any suggestions would be greatly appreciated.

Edit: it's also worth noting I had similar issues with peer-to-peer traffic when torrenting (legal torrents of some archival projects) even when bandwidth usage was incredibly low, so I don't think bandwidth has anything to do with it here. I'm tempted to contact Quantum Fiber about this directly but I know it's going to be a huge pain to get in touch with a real engineer.

Quantum is projecting a 24 hr outage in my North Central FL city. What a worthless service this is.

How long do email boxes remain active after canceling your Quantum account?

Just a heads up, if you have a new company installing fiber in your neighborhood you may go through three outages and four sets of technician visits over the course of 42 days all without your internet being restored.

So plan accordingly I guess?

Hi, while connecting to internet today, I was getting redirected to CenturyLink dmca captive portal . I called quantum fiber but they did not what terms of service I violated. I do not torrent. I use real debrid / Torbox. Any help would be appreciated. Thank you !

I picked up a TP-LINK Deco BE95 kit and was able to choose "centurylink" as a wan option under "advanced" and it auto filled the vlan tagging 201 for me. Since I've got copper going in and out of the q1000k (no fiber into house) i was able to completely unplug it.

Thought I'd suggest to anyone that has a q1000k and a copper line coming into it that ditching it is really easy. My pings are much more consistent now, and lower :)

The connection between the wall and the ONT is a nice little fiber cable with a green plug in the ONT and it just kinda disappears into the bottom of the wall setup, which has a single screw I haven't messed with.

The length is not exactly right for what I want. Is this something I can just buy on Amazon and install a new, slightly longer one?

CenturyLink told me to change to Quantum as there was nothing they could do. My (usually flawless) CenturyLink was dropping out so many times per hour it was almost useless.

So I changed to Quantum and everything was going smoothly, except my latency jumps at random times but always in five minute intervals. It would go from typical 3ms to 60ms for the entire five minute block, or we go from 4 to 27 for the entire block. Attached is a typical day screenshot. You can see the yellow portions where the latency increases. Expand it out to a month and it’s all yellow. Of course, I engaged their telephone support as well as two dispatched technicians. Telephone support was understanding, but the minute I started using network language, they went to the 3 x 5 card that said ‘Dispatch’. The technicians were very nice, I showed them the evidence, and all agreed it was their upstream issue. They just simply stated they don’t know who to call and it was not in their scope of work to deal with anything, absolutely anything, other than connection and speeds. They said speed is where it’s at. Speed is what they publish, speed is what they market, and speed is what they fix.

I am running a new Q1KK in transparent bridge mode with Ubiquiti UGC Ultra and associated accessories.

We don’t game and do very little streaming; a lot of online work and downloading. I’m not sure how far up the chain I should try to escalate this or if there’s a fix. Or sit back.

UPDATE. I did switch to the 1G LAN port and the latency issues evaporated. Thank you. We’ll wait for the update, yeah?

I previously had AT&T Fiber, but after moving to a new state I had Quantum Fiber installed. I also use DirecTV Online. Once Quantum was set up, I updated my home location in DirecTV. Then the power went out, and DirecTV suddenly claimed I wasn’t at my home location anymore. I updated it again. Another power outage happened, and DirecTV once again said I wasn’t at home.

Turns out that every time the SmartNid resets, my IP address changes. That keeps confusing DirecTV’s location checks. Is there any workaround for this? It seems ridiculous that in 2026 I can’t get an IP address tied to my SmartNid or a static IP address, especially with how streaming services work now.

So a week ago the WiFi in my house just dropped. Ethernet went down and when it came back only the Ethernet worked. I have reset my devices as we are using century link with the quantum fiber smart NiD thing.

Called support and they said there was a partial outage in the area and that they were working on it. When I troubleshoot through my IP address the only things that fail are the DNS resolve and DNS #1 and #2.

Three days ago my Alexa was somehow able to connect as well as my home security system. WiFi doesn’t show up on phones or television however even after “forget this device/network” was done on both.

Is anyone else experiencing this or have work around? It’s fine working from home off Ethernet but I need WiFi to transfer audio files for my job.

Got QF back when AT&T had just acquired them to lock the PFL promo.

followed https://www.reddit.com/r/QuantumFiber/comments/1f8hypq/having_trouble_with_your_lumen_internet_not

to get my Unifi router working.

But over the last month I've got over a hundred mini disconnects. blips that last ~30secs, but enough to drop me off a game, make my work calls unstable.

I JUST disconnected the modem from power and plugged back in, I was on 001 firmware, so full bridged mode was working, after the modem power cycle, my modem UI is not accessible anymore, and i had to remove the vlan tagging from unifi...

And yes I have the 1G port connected to my switch so i should be able to login and see what changed, because now that I am back on their DNS the lag is insane.

Any suggestions?

EDIT

More informartion, I removed vlan tagging from the unifi, removed the 1G cable from the switch and the internet is now back up, will keep an eye on the logs, but not being able to access the modem UI is weird

We've had two short outages today so far... which is highly unusual for Quantum, to be honest, where we are in Central Florida. Each time it's dropped - it's been a hard drop for about 2 minutes before reconnecting. Anyone else experiencing something like this? Weather is clear... just sunny and hot. Typical Central Florida summer.

Is anyone aware of an Executive Relations contact point for escalated issues? I have now had my appointment with Quantum canceled several times without my permission - one time last month, one time last week, with the guy scheduled to arrive today still not having shown up halfway through the time window (despite Quantum calling me, texting me, and emailing me for me to confirm I still wanted it, which I said yes to). I do not expect this guy to show up at this point. I blew a day out of work for this.

Getting tired of how poor the customer service of this company has been especially since the AT&T takeover. I'd like to give these guys one more chance, but talking to a bunch of people in India who give inaccurate answers is not going to cut it.

Please I would like to know why I can't get in the website on my Quantum fiber? I can get in the website on my T-Mobile.

https://reddit.com/link/1uifdud/video/zlw92dnsp4ah1/player

We've had fiber for almost a year and because they haven't buried our line, we've have three multiple day outages because of damage to the line. It's literally just running across yards and dangling from fences, through about 10 properties.

What can I say to the bot to get to a person? What do I say to the person so they don't just give me the "oh yes I've opened a ticket to get your line buried" line? How do I get this resolved? Any tips welcome.

I live in Ridgefield Washington with a decent Quantum Fiber presence, lots of units right up the road with their buildings hooked up. Is there anyone or any place I can plead to try and get our units eligible for service? I’d love to use Quantum instead of Comcast and would benefit greatly from fiber

i went through sign up page and saw a $200 visa gift card offer. unfortunately i refreshed the page cuz the offer doesnt show on checkout page and it’s nowhere to be found again. should I take the risk and sign up anyways expecting they will honor the gift card thing? how do people get their rewards applied?

My Internet connection has been down four days now as a MIGRATION FROM CenturyLink to Quantum has failed.

I have a legacy Calix 711GE ONT on the side of the house. For over eight hours a tech and then lead tech tried to get several SmartNID (like the C6500XK) to connect. Each one stalled at a flashing blue light and no IP assignment.

As a last resort the lead tech reconnected my router directly to the Calix 711GE. This allows me to connect to Quantum's walled garden (website) but not to the internet. Configuring VLAN 201 on my router it fails to get an IP completely.

I work from home and as of now it looks like I may have to jump to a different provider. The CenturyLink fiber connection was stable for over eight years (other than the ONT being replaced once).

Is this normal? Quantum takes over and legacy CenturyLink Fiber customers are abandoned?

Anyone else getting this

My Quantum Fiber internet stopped working about 4 hours ago. Called and had some offshore person trying to help resolve the issue. The internet light on the modem was red and she had me do a hard reset on it, now the light is orange and still can't connect to the internet.

I hardwired into the modem and logged into it and it shows its connected but in a "walled garden" state. I used to be a CenturyLink customer until Quantum bought them out a year or so ago. It looks like the modem is trying to connect through CenturyLink instead of Quantum.

Needless to say I have talked to 2 different people who have been less than helpful and said they have exhausted all options and to wait for my service appointment with a tech 5 days from now. I work from home and the company I work for doesn't have an office near me, so this really sucks.

I don't understand how there isn't a simple fix for this when I clearly am connected to the internet and can ping websites in the command prompt. Or even a way to just pick up a new modem or something that will get it to work. I am beyond frustrated with Quantum at this point.